Making Debugging Preparations; How To Use The Document; Technical Support; Contacting Technical Support - Symantec NetBackup 5020 Routine Maintenance

B How to Obtain Help
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B.1.2 Making Debugging Preparations
When seeking technical support, Symantec technical support engineers may help you to
perform some operations to further collect fault information or remove the fault.
B.2 How to Use the Document
Symantec provides usage documents shipped with the device. Through these documents, you
can solve problems that occur during troubleshooting.
To solve the problems better, use the documents before you contact Symantec for technical
support.
B.3 Technical Support
Symantec Technical Support maintains support centers globally. Technical Support's primary
role is to respond to specific queries about product features and functionality. The Technical
Support group also creates content for our online Knowledge Base. The Technical Support
group works collaboratively with the other functional areas within Symantec to answer your
question in a timely fashion. For example, the Technical Support group works with Product
Engineering and Symantec Security Response to provide alerting services and virus definition
updates.
Symantec's maintenance offerings include the following:
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For information about Symantec's Maintenance Programs, you can visit our Website at the
following URL: http://www.symantec.com/techsupp/
B.3.1 Contacting Technical Support
B.3.2 Licensing and Registration
B.3.3 Customer Service
B.3.4 Maintenance Agreement Resources
B.3.5 Additional Enterprise Services
B.3.1 Contacting Technical Support
Customers with a current maintenance agreement may access Technical Support information
at the following URL: http://www.symantec.com/techsupp/
B-2
Time when the fault occurred
Detailed description of the fault
Device type, serial number, and software version
Measures taken after the fault occurred and the related results
Problem level and required solution deadline
A range of support options that give you the flexibility to select the right amount of
service for any size organization.
Telephone and Web-based support that provides rapid response information.
Upgrade assurance that delivers automatic software upgrade protection.
Global support available 24 hours a day, 7 days a week.
Advanced features, including Account Management Services.
Symantec Corporation
NetBackup 5020
Routine Maintenance
Issue 01 (2010-12-10)